This is a guest post by Lisa Marie.
I wish I could say that I learned all about good customer service relations from some fancy school or from a college course. But the truth of the matter is, in my online business ventures, I came to learn the most about this very important aspect of business by figuring it out as I went along.
So many things are commonly stressed in growing your online business, and lately the trend is a strong integration across your social media channels. But just getting out there on Facebook and Twitter and Pinterest is not enough. Whether you are an blogger selling affiliate products or have an online eCommerce store, your job is to serve your market, and good customer service cannot be overlooked.
Here Are 5 Important Keys to Giving Good Customer Service in *Your* Online Business
1. Connect & Answer Customer Questions.
Whether you have a blog or a service based business, it’s important to be available to your customers, as most people have questions before they make a purchase. Set up business profiles on Facebook and Twitter, and if someone asks you a question, reply promptly. If appropriate, invest in a toll-free telephone number. If you have a blog, respond to comments.
Make it a practice to not just actively promote your business on your social media channels, but to check in and see if you have any direct messages or notifications. We’ve probably all seen Facebook pages with questions that go unanswered. This is not only bad manners, it is potential business lost.
So check your accounts and check your emails daily. I even scan through my junk mail once a week, as legitimate correspondence can sometimes make it into there accidentally. Respond to all voice mails in a timely fashion, and be sure to leave your phone number slowly so the customer can call you back.
2. Always Be Respectful.
Remember that without your customers you have no business, so treat your online customers with the respect and courtesy they deserve. Use proper grammar and speak clearly. Do not try to impress people with fancy jargon and do not ever speak in a condescending manner or act rushed. Customers always appreciate doing business with a friendly, approachable person. Because you are online and not in person, conveying courtesy and friendliness is of utmost importance.
I have found that many people are initially wary of doing business online. After making a connection with these people whether via email, social media, or phone, they see that I am a real person who has every interest of helping them create the best wall mural for their needs. After that I find it’s just a natural progression to make the sale.
3. Be An Expert In Your Business.
Know your industry and your products, inside out and backwards. Be able to field any questions or concerns your potential customers may have. If you don’t have an answer, research and get back to the customer. Your job is to present the facts and steer them towards a buying decision. If they ask for your opinion, you can give it; but remember, the customer is in charge. Always make them feel that way.
4. Follow Up After The Sale.
If you show your customer how important their business is to you, even with a short thank you note or follow up email, they will be much more likely to remember their experience with you as positive. I like to encourage my customers to send in pictures of their wall murals once they have them up, and so many are happy to oblige. You must always let your customers know you appreciate their business. This can lead to future referrals and future sales.
5. Always Deal With Complaints.
We don’t like to think it will happen, but if you are in business for any length of time, you will occasionally get the unhappy customer. This is best handled with calmness and honesty. If something was done incorrectly on your end, do right by the customer, calmly own up to it, and then fix it immediately.
I have found that the majority of customer complaints are not difficult to handle by remembering to let the customer say what they need to say, and communicate that you heard them. When you offer to do what you can on your end, most unhappy customers can be satisfied.
If you follow these 5 simple tips to giving good customer service, you can easily outshine most of your competition. In this day and age when so many customer care agents really do not care and don’t take the time to listen, you can be proud that you are providing excellent service. Your customers will thank you for it with their business!
About The Author
Lisa Marie always strives to give great customer service as she sells wall murals and creates custom wall murals from customer photos at http://www.ArtisticHomeowner.com.
Find 1000's of wall murals perfect for *your* home or office. Call toll free at 1-800-736-8925. http://ArtisticHomeowner.com/
Connect
I’ve recently posted a satirical article (see link below), and some people didn’t notice that it was written tongue-in-cheek, so I had to add a small disclaimer. So being online and not in person is sometimes really different.
Peter invites you to read… 7 Tips for Being Unhappy
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Hi Peter,
I’ve noticed with online business and with blogs you have to be really clear in your communication. So the disclaimer is probably a good thing for people who aren’t used to your “voice.”
Thanks for the comment.
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Hi Lisa, great post, reminds me that it is very important to deal with customers appropriately.
However, I have found the occasional customer that is really wanting to take advantage. Do you let yourself be taken advantage of in that case or do you react differently.
I have ‘fired’ a couple of customers. There is an old saying, “Some people are not worth having as customers”. What is your take / experience in this realm?
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Hey Lisa,
Nice points, Specially the 4th point. As generally you don’t follow your customers after making sale, but if you follow them even after sale then you’re creating your strong goodwill and chances are that your customer may refer his/her circle to you.
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Hi David,
I have “fired” customers too. I refuse to work with people who are very negative or who are downright nasty. They are free to take their misery elsewhere, lol
I have set up professional boundaries that help define my role, and what I will do for my customer. Giving excellent customer service in no way means being a doormat.
Thanks for the great comment!
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It’s feels good to follow up with customers, especially after “getting to know them” so to speak before the sale. I love it when my clients send me pictures of their wall murals in their homes.
And I do get referrals from satisfied customers. To me the follow up is a win-win!
Thank you for the comment.
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Hi Kay,
What point are you having trouble understanding?
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There’s this tip that’s always in my mind whenever I come across some tips on how to deal with customers. I know this can be considered as part of the tip that involves being respectful, but I think this is also worth mentioning. You should never take it personally. Once you loose a screw, that’s going to reflect on your reviews; not to mention the speed of propagation when it’s bad news that you’re spreading.
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Great tips. I totally agree with all this description above. A good customer service really plays a big role when you are to make good profits. Thanks for this informative post.
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Excellent point Gerald!
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Thanks Candice
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Thanks for sharing your wisdom! I especially can relate to “Be An Expert In Your Business.” and “Always Deal With Complaints.”…I have spent a lot of money online in the last 3 years and it amazes me how many times the experts ..ARE NOT and sometimes they don’t follow up at all ..let alone well
I understand folks are busy but taking a few moments will surely make you stand out!
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Lisa Reply:
April 18th, 2012 at 3:03 am
Hi Anita,
Yes it amazes me too.
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Hi Lisa,
I’ve come to find that points 1 and 5 are the hardest for many online businesses to get right. I have dealt with many online businesses that just don’t like to respond to me. I ask a question about a service so that I know what version is most appropriate for me and I get no response. What is the end result? I simply go somewhere else or delay the purchase. Why don’t they get this?
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Lisa Reply:
April 18th, 2012 at 3:02 am
Hi Kalen,
I couldn’t agree more. The online business that ignores inquiries from potential customers may too busy doing other activities- seo, link building, who knows? But when the wonder why their business never takes off, it could very well be because they never deal with what is right in front of them, lol.
But *you* can take this info and make sure your blog or business takes care of the market you serve. It will put you head and shoulders above the competition.
Thanks for the comment!
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Great tips here, I appreciate the refresher. I also agree with trying not to take it personally, but it’s very hard! I have also been bullied! were a customer tries to get you to agree with them….You advise X but they want Y… but Y will do it won’t it….they try and hound you into submission… not any more
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Lisa Reply:
April 19th, 2012 at 5:31 pm
Hi Amanda,
Learning not to take it personally takes practice! Remembering to maintain your boundaries and not get emotional will help. Good luck and hang in there!
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Hey Lisa,
Thanks for the simple pointers.
Many businesses don’t realize the value of KEEPING a customer and that’s why they don’t give much thought into providing great customer service.
The ripples are usually more far-reaching than they’d expect, from word-of-mouth buzz to goodwill to more returning customers.
Great stuff. Thanks!
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Lisa Reply:
May 30th, 2012 at 11:22 am
Agree Agree Agree Sean. Providing good customer service is not rocket science, it’s simple common courtesty and yet and so often overlooked these days.
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To have this is skills is not that simple but if you are willing and persevere to be a good and reliable customer care representative this will be as easy as you can imagine. Thank you for this.
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Lisa Reply:
May 30th, 2012 at 11:24 am
You’re right Joe, it does take practice. Trial and error. But persistence does pay off, & always treat your customers like the gold that they are.
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Success is really on the person who wants to develop and to progress more in his or her life.
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Thanks for the heads-up on 5 keys to provide striking customer services in online business. I appreciate this little online development whatever and whatever you input here. Keep it up tricks!
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5 good points Lisa, add to point 4 that you can send in emails/messages containing upcoming products or the new ones. Customers appreciate this things specially when they’re outdated. Love this, thanks!
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Hahaha!! I have found really very professional ways to make good customer care. I also inspired and decide to approve in my company. Thanks for the excellent bit. Keep it up!
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To make good relationship with customer you shuold be trustworthy.Give each and every service to them at exact time so they think that you’re a good service provider.don’t delay shipping because if you delay any delivery customer get upset because the same thing is happened with us.actually we had to delivered the product within a week but due to some payment problem we didn’t deliver on time.
Make customer happy by offering them discount coupons and other free offers.
Thanks.
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